Service Desk Access issues

[Taylor Huston]

Jira Data Center v8,5,4

We are seeing intermittent issues where users are unable to perform Service Desk related tasks.

Upon investigation it looks like that these users are sometimes not being seen as being in the Service Desk Team Role. In fact it says that there isn't anyone in any Roles. We've seen it happen on two different Service Desk Projects.

It doesn't seem to be a configuration issue, directly. Typically clearing cookies and logging out and in, and therefore getting connected to a different Jira Node, resolves the issue. So some Nodes are seeing the proper Role membership and some are not.

I've recycled the Nodes, but on one of the new Nodes I was immediately able to reproduce the problem. Connecting to the other new Node and everything looks fine.

EDIT: Possibly related to this. This references groups, not roles, but it's a similar problem.
https://confluence.atlassian.com/jirakb/inconsistency-in-group-membership-and-user-status-on-one-or-multiple-nodes-in-jira-datacenter-1014665156.html

[Taylor Huston · Accepted solution]

Ended up being a weird user cache issue, when nodes were coming up they were getting a bad cache from a standby node. Removing the node and rebuilding everything seems to have solved this.

[Guilhem Dupuy]

Hello Taylor,

In fact, your problem could directly linked to the one you saw on groups; depending on how you Jira instance is configured, access to roles can be given through groups.

You can check that from your Project Settings => People. If the access to the "Service Desk Team" rôle is given through a group, then your project may be caused by the one you already identified.

Let me know if it helps,

Guilhem